At Hartley Melbourne, customer satisfaction is important to us. We understand that there may be occasions when you wish to return an item. This Return Policy explains our return conditions and process clearly.
Nothing in this policy limits your rights under the Australian Consumer Law.
Change of Mind Returns
You may request a change of mind return within 30 days of receiving your order.
To be eligible, the following conditions must be met:
The item must have been physically received before a return can be requested.
The item must be unused, unwashed, unworn, undamaged and returned in its original condition.
All original labels, tags and packaging must be included.
Items may be carefully tried on indoors to check the fit. Items that have been worn for general use cannot be returned as a change of mind return.
For change of mind returns, all return shipping costs, international postage costs and any applicable customs or handling charges are the responsibility of the customer.
We may decline change of mind returns where several sizes of the same product were intentionally ordered with the intention of keeping one and returning the remaining sizes.
Hartley Melbourne reserves the right to refuse change of mind returns that do not meet these conditions.
Return Process
To request a return, please contact us within 30 days of receiving your order at:
Please include your order number and the reason for your return.
Once your request has been reviewed and approved, our customer care team will provide the correct return instructions and return address.
Please do not return an item before receiving approval, as returns sent to an incorrect address may not be received or processed.
Change of mind returns must be sent at the customer’s expense. As part of our international fulfilment process, the return address may be located outside Australia.
We strongly recommend using a tracked shipping service and keeping your postage receipt until your return has been completed. Hartley Melbourne cannot accept responsibility for return parcels that are lost in transit.
Faulty, Damaged or Incorrect Items
Please contact us as soon as possible if an item arrives faulty, damaged, significantly different from its description or different from what you ordered.
Email support@hartleymelbourne.com and include:
Your order number
A clear description of the issue
Clear photographs or videos showing the problem
We will assess the item and provide an appropriate solution in accordance with the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.
If the item is confirmed to be faulty, damaged or incorrect, Hartley Melbourne will reimburse reasonable return postage costs where required by law. Please retain your postage receipt.
Your rights relating to faulty or incorrectly supplied goods are not limited to the 30-day change of mind period.
Refunds
Once a returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will generally be issued to the original payment method within 14 days. The time required for the funds to appear in your account may vary depending on your bank or payment provider.
Depending on the circumstances and with the customer’s agreement, Hartley Melbourne may also offer an alternative resolution, such as:
A replacement item
An exchange for another size, colour or product
Store credit for a future purchase
A partial refund where the customer prefers to keep the item
A full refund following an approved return
A partial refund may be offered when an item remains usable but the customer has experienced a minor issue and would prefer to keep it rather than arrange an international return. The amount offered will depend on the nature of the issue and will be clearly communicated before acceptance.
Alternative resolutions, including store credit, exchanges or partial refunds, are optional and will only be applied when agreed to by the customer.
Where an item is faulty, damaged, incorrect or materially different from its description, the appropriate remedy will be provided in accordance with the Australian Consumer Law. Nothing in this policy limits any statutory right to a repair, replacement or refund.
Incorrect Address and Delivered Parcels
Customers are responsible for providing a complete and accurate delivery address during checkout.
Address changes or corrections must be requested within 24 hours of placing the order. We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
When tracking confirms that a parcel has been delivered to the address provided during checkout, customers should first check around the property and contact the local delivery carrier if the parcel cannot be located.
Hartley Melbourne will review delivery concerns fairly, but cannot accept responsibility for parcels lost because an incorrect or incomplete address was provided by the customer.
Contact Us
For questions about returns, refunds or this Return Policy, please contact us:
Company: Hartley Melbourne
Email: support@hartleymelbourne.com